Quest Recovery Services Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. The last rating for this key question was good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people received person-centred care which met their needs and reflected their preferences. They were responsive when people’s needs changed and worked with people and their families to adapt care to reflect these changes. Comments from people using the service and their relatives included, “They are so flexible. If we have an appointment, they come early to make sure [person] is ready” and “They meet my needs. I really look forward to them coming.” An external professional told us, “[Registered manager] is very creative to make sure care meets people’s complex needs.”

Care plans included identified goals, actions and outcomes. Care plans were detailed and personalised. They emphasised people’s choices, preferences and how to support them to be independent. Care plans included respectful language, as well as pictures and simple phrases to help people understand what was written about them.

The provider supported people to access community services. They ensured people received continuity of care and joined up services. They communicated with other care providers and professionals to help enable holistic care. Comments from people using the service and their relatives included, “The carer always sticks around until the transport arrives and [person] gets into it. The interaction with communities is so important because [person] needs encouragement to go”, “Staff take [person] shopping, to visit social clubs and the hairdresser. This is just as important as getting [them] up in the morning” and “The carer comes with me to [place of worship]. We take a walk, and they bring the wheelchair in case I need it.”

The agency provided information in accessible formats for people. They provided translated copies of care plans, guidance documents and key procedures. They created easy to read documents with pictures and information in large print for those who needed. The provider produced a newsletter for people using the service, staff and other stakeholders. This helped inform them about important issues within the service, locally and nationally, such as national awareness days. There were themed articles about areas of interest, such as good hydration and staying safe in extreme weather.

Staff used different ways to communicate with people about their care and to ensure they were able to make choices. The registered manager explained 1 person used pictures to communicate. Staff understood how to use the picture communication tools effectively. Staff worked closely with relatives to make sure people understood them. Staff asked relatives for their support to help enhance communication.

Care plans included guidance for staff on how to support people with different communication needs.

The provider listened to people and gave them opportunities to give feedback about their experiences and how they wanted to be cared for. People’s views were included in care plans. The provider asked people and their relatives to complete surveys about their experiences. Managers regularly telephoned and visited them for feedback. The provider analysed responses to quality monitoring visits, calls and surveys. Responses from these were overwhelmingly positive. People told us they could get hold of managers easily and they felt their opinions were valued. Their comments included, “It’s always easy to get hold of them and ask for a change if we need” and “They listen to [person] and ask [them] questions. [Person] is in control, and it is really important [they] make the decisions.”

The provider supported people to access the service and other services, helping them overcome barriers. For example, they had supported people to access advocacy services, places of worship and healthcare services. Staff arranged for different services to provide support to people. They contacted an engineer on behalf of 1 person to fix a boiler, they arranged for religious leaders to visit people in their own homes, and they made referrals to different specialist services when people needed this and were unable to access this support themselves. The provider assessed people’s needs and planned ways to overcome challenges to accessing services, researching best practice and asking people how they wanted to be helped and supported.

The provider ensured care and treatment was tailored to people’s individual needs. They assessed and planned for ways to uphold people’s human rights. Care plans included details about people's diverse needs and how these should be met. Staff empowered people to feel in control of their own care and treatment. The provider had procedures about promoting equality and diversity. Staff undertook training in these and how to recognise and challenge discrimination or unconscious bias.

The provider helped people to plan for the future. They discussed people’s wishes for the future and what they wanted to achieve from their care and support. For some people, care plans looked at how they could become more independent and regain or learn new skills. The provider discussed end of life care with people and their families to make sure they knew how people wanted to be cared for at the end of their lives and if they had any special requirements they had.

The provider had produced a pack about end-of-life care and bereavements which they shared with people, their families and staff to help them understand different aspects of palliative care and what to expect.